Strikedeck Radio: Customer Success Live

Strikedeck Radio: Customer Success Live

www.strikedeck.com
Podcast by Strikedeck & Kristen Hayer


Ep, Gaines Murfee, Taking a Product Approach to Customer Success
May 21 • 44 min
Join Kristen Hayer in conversation with Gaines Murfee, Product Manager at Chili Piper as he shares his approach to shifting to a 100% focus on customer success.
76, Clayton Moulynox, Building a Global CS Team
May 7 • 46 min
Join Kristen Hayer in conversation with Clayton Moulynox, Founder of MXGrowth as he shares his experience building customer success at Auth0 from when it was a startup with 20 employees, through the scaling process to land at a company of 600 employees.
75, Chris Hicken, Creating Actionable Churn Categories
Apr 23 • 45 min
Join Kristen Hayer in conversation with Chris Hicken, CEO of ‘nuffsaid as he shares his approach to developing churn categories that are actionable and easy to implement.
74, Maranda Dziekonski, Switching Industries & the Role of Domain Expertise
Apr 9 • 35 min
Join Kristen Hayer in conversation with Maranda Dziekonski, the Vice President of Customer Success and People Operations at Swiftly as they talk about the ways to navigate shifting from one industry to another, and the role of domain expertise in learning…
73, Cairo Amani, Promoting Your Career as a Woman in Customer Success
Mar 26 • 28 min
Women’s Month Special Podcast! Join Kristen Hayer in conversation with Cairo Amani, Customer Success Manager for Lane and the Co-founder of ThriveNetwork as they talk about how women can promote their careers in customer success. If you’re a guy, please…
72, Megan Caldwell, Identifying and Focusing on your Most Important Customers
Mar 19 • 25 min
Join Kristen Hayer in conversation with Megan Caldwell, Head of CS at Elevate Security as they talk about how to identify your most important customers, and direct your focus toward them.
Ep. 71 McKayl Bergman, Scaling Your CS Program with NO Resources
Mar 5 • 26 min
Join Kristen Hayer in conversation with McKayl Bergman, Head of Customer Success for Merlin, as they talk about building a Customer Success program with very limited resources.
70, Mike Sasaki & Marisa Carter, ABM and Customer Success: Driving Customer Revenue Growth
Feb 20 • 35 min
Join Kristen Hayer as she hosts Mike Sasaki, Head of Customer Success and Marisa Carter, Marketing Manager from Mitek Systems to talk about account-based marketing and their approach to driving revenue from existing customers for your organization.
69, Jennifer Griffin, Shifting to a Proactive Approach to Customer Success
Feb 6 • 38 min
Join Kristen Hayer, in conversation with Jennifer Griffin, VP of CS at Trust Radius as they talk about the process of transforming a largely reactive customer-facing team into a truly proactive customer success program.
68, Mona Yoast, Building a High Performance CS Team
Jan 23 • 34 min
Join Kristen Hayer and Mona Yoast, VP of Educator Success at Learning Ally as she shares her experience of transforming a team she inherited into a high-performing customer success team.
67, Paul Piazza, Customer Feedback
Jan 9 • 33 min
Join Paul Piazza, Sr Dr of Customer Success at Reciprocity and Kristen Hayer as they talk about ways that CS can share customer feedback with the rest of the organization, and the positive impact that can have on a company.
66, Lauren Costella Podcast, Lessons from Sports for Customer Success
Dec 19, 2019 • 53 min
Join Lauren Costella and Kristen Hayer as they talk about how lessons from sports have helped her approach to Customer Success.
65, Jason Whitman, Scaling a CS Team
Dec 5, 2019 • 30 min
Join Jason Whitman, VP of CS at JustWorks and Kristen Hayer as they talk about hiring the right people to create a team that both scales with the organization and delivers exceptional customer experiences.
64, Neelu Shaikh, Scaling a CS Team
Nov 14, 2019 • 45 min
Join Neelu Shaikh, VP of Customer Success at Tipalti and Kristen Hayer as they discuss tactics for scaling a CS team, and developing scalable team structures.
63, Megan Macaluso, Onboarding – Tech Touch vs. Human Touch
Oct 17, 2019 • 43 min
Megan Macaluso joins Kristen Hayer to talk about the importance of balancing automation with a human-driven onboarding program.
62, Kristen Hayer & Bill Cushard, LIVE Podcast
Oct 3, 2019 • 38 min
Join Kristen Hayer, the host of Strikedeck Radio & Bill Cushard, host of Helping Sells Radio as they team up for one night at Service Rocket, Palo Alto for a LIVE podcast!
61, Lynn Tsoflias, Creating a Digital CS Program
Sep 19, 2019 • 41 min
Join Lynn Tsofias, a serial Customer Success leader, and Kristen Hayer, Founder & CEO of The Success League as they discuss tactics for building a digital or self-service customer success program.
Strikedeck Radio & Helping Sells Radio BONUS Episode!
Sep 16, 2019 • 3 min
Join Kristen Hayer, the CEO & Founder of The Success League and Bill Cushard, Director of Marketing at Service Rocket as they give a preview about their LIVE podcast on the 25th of Sept, 2019! For more details and to sign up, click below:…
60, Ruicong Yan, Product Operations - Connecting CS & Product
Sep 4, 2019 • 26 min
Ruicong Yan joins Kristen Hayer to talk about how Success teams can and should be involved with Product Development.
59, Barry Kelly, Ingredients of a Successful Customer Education Program
Aug 22, 2019 • 44 min
Barry Kelly, the CEO of Thought Industries joins Krister Hayer and talks about the various components of a successful customer education program.
58, Karen Rhorer, KPIs and Insights for Customer Success
Aug 8, 2019 • 34 min
Karen Rhorer, the Head of Customer Success and Sales Strategy at Atrium HQ joins Kristen Hayer, the host of Strikedeck Radio to talk about operations, metrics, analytics and KPIs for both CS and Sales. Palo Alto 2019 Customer Success Live Podcast Link:…
57, Mark Freeman, Career Development in Customer Success
Jul 26, 2019 • 39 min
In this podcast, Mark and Kristen talk about career development in Customer Success, his philosophy on career building as well as some of the specific tactics he has employed in his organization.
56, Rona Yang, Getting Started in CS Operations
Jul 11, 2019 • 27 min
Rona Yang will be sharing her Customer Success journey, as well as some of the approaches she took to building up the processes that have made the CS team at Dynamic Yield successful. Link to CS Live Podcast Meetup: https://bit.ly/2XWA66n
55 - Irene Lefton, Gender Diversity in Customer Success
Jun 28, 2019 • 39 min
Irene Lefton, a customer success thought leader, joins Kristen to talk about a really important topic in our field – gender diversity in Customer Success.
54 - Andreas Knoefel, CS Management Consultant & Inventor of CSPI
May 17, 2019 • 30 min
Andreas, a seasoned customer success leader, fellow consultant and partner in the development of the Customer Success Performance Index, joins Kristen to discuss the CSPI - a publicly available tool that CS leaders can use to benchmark their performance…
53 - Jim Johnson, Director of Customer Success at Corcentric
May 2, 2019 • 26 min
Jim joins Kristen to share his interesting approach to creating an exceptional customer journey with a cross-functional team. He calls them Journey Teams! Jim goes over who is a part of them, how you form them, how to get buy-in for them, and much more!
52 - Evan Rich, Director of Customer Success at NS1
Apr 18, 2019 • 36 min
Kristen worked with Evan Rich, the Director of Customer Success at NS1, as he built out their first health scoring system. This episode covers that process, what it took to build, how that reporting helped his team, and what he would recommend to other…
51 - Courteney McDonnell, Director of Customer Success at Measurabl
Apr 4, 2019 • 24 min
Courteney joins Kristen to talk about data-driven Customer Success programs. They get into the details of how to shift from an emotional, reactive program to a data-driven, proactive customer journey, and much more!
50 - John Laino, VP of Customer Success at ServiceTitan
Mar 21, 2019 • 29 min
John Laino, the Vice President of Customer Success from ServiceTitan joins Kristen to talk about a very cool initiative he kicked off on his team called ALIGN, which is all about optimizing customer outcomes to go beyond product adoption.
49 - Tim McDonough, Director of Client Success at Finalsite
Mar 7, 2019 • 26 min
Tim is the Director of Client Success at Finalsite; Finalsite is a company that produces top-notch websites for schools and school districts around the world. Tim joins Kristen to discuss how important it is for Customer Success leaders to serve as the…
48 - Shaun VanWeelden, Senior Manager - Success Engineering
Feb 21, 2019 • 26 min
Shaun join Kristen on the podcast to talk about an interesting role that is surfacing on a lot of success teams – the success engineer. Shaun VanWeelden is the Senior Manager of Success Engineering at Engagio. He started at the company back in 2016 as a…
47 - Bill Cushard, Director of Marketing at ServiceRocket
Feb 7, 2019 • 38 min
Bill is the author of The Art of Agile Marketing. He joins Kristen to talk about customer education, and shares some practical approaches to building out a client training program.
46 - Mike Sasaki, Director of Customer Success at Mitek Systems
Jan 25, 2019 • 41 min
Mike Sasaki, the Director of Customer Success for Mitek Systems, joins Kristen to talk about what to do, and bravely, what not to do in your first year as a Customer Success leader.
45 - Chad Horenfeldt, VP of Customer Success at Updater
Jan 10, 2019 • 34 min
Kristen is joined again by Chad Horenfeldt, the VP of Customer Success for Updater. In this episode, they talk about ways that you can accelerate your career in Customer Success.
44 - Arjun Devgan, VP of Global Customer Success at Percolate
Dec 27, 2018 • 33 min
Kristen is joined by Arjun Devgan, the VP of Global Customer Success & Services at Percolate in San Francisco. Arjun is passionate about product adoption, how change management is a critical aspect of adoption, and what Customer Success professionals can…
43 - Lindsey Kapsa, Director of CS at Schoology
Dec 13, 2018 • 31 min
In this episode, Kristen chats with Lindsay Kapsa, the Director of Customer Success for Schoology. They talk about the journey Schoology went through as they added Customer Success to their company.
42 - Lauren Costella, VP of Customer Success at Medrio
Nov 29, 2018 • 38 min
Lauren Costella is the Vice President of Customer Success at Medrio, a member of The Success League advisory board, and a frequent blogger on a variety of Customer Success topics. She is back on the podcast to chat with Kristen about how to optimize your…
41 - Ed Powers, VP of Client Success at InteliSecure
Nov 15, 2018 • 32 min
Ed Powers, the Vice President of CS for InteliSecure, is a frequent speaker on the topic of neuroscience and Customer Success. In this episode, Kristen and Ed discuss how people make the renewal decision, as well as ways that CSMs can better engage their…
40 - Donna Weber, Principal at Springboard Solutions
Nov 1, 2018 • 30 min
Kristen chats with Donna Weber, the Principal at Springboard Solutions, a consulting company that focuses on helping companies create amazing onboarding experiences. This episode covers how you can build an orchestrated onboarding journey for your…
39 - Andrea Spillman-Gajek, Former Senior VP of Operations & Customer Success at Captricity
Oct 18, 2018 • 40 min
In this episode, Kristen talks to Andrea Spillman-Gajek, formerly the SVP of Operations & Customer Success for Captricity. Andrea was one of the founding members of the Captricity team, and built their Customer Success function and team from scratch. She…
38 - Chad Horenfeldt, VP of Client Success at Updater
Oct 4, 2018 • 38 min
Kristen chats with Chad Horenfeldt, the Vice President of Client Success at Updater. In this episode, they talk about focusing on productivity and how Customer Success professionals can get more of it.
37 - Ari Hoffman, Success Fanatic at MindTouch
Sep 20, 2018 • 54 min
In some of our recent episodes we’ve focused on helping customers achieve business outcomes that are tied to KPIs and goals. Ari Hoffman, Success Fanatic for MindTouch, joins Kristen to talk about how to balance the focus on goals and outcomes with…
36 - Vitor Lopes, Former Head of Customer Success at EMnify
Sep 6, 2018 • 26 min
Vitor Lopes is a Customer Success professional based in Berlin, Germany. Vitor is formerly the Head of Customer Success for EMnify, and is currently advising early stage companies. He joins Kristen to talk about ways that you can tailor your CS program to…
35 - Anne Liiri, Customer Success Director at Vainu
Aug 23, 2018 • 34 min
In this episode, Kristen talks to Anne Liiri, the Customer Success Director for Vainu. Vainu has offices around the globe, and Anne is based in Helsinki, Finland. Since Vainu is in the AI and data field, Anne explains how CS teams should look beyond the…
34 - Kim Oslob, Former VP of Global Customer Success at Whisbi
Aug 9, 2018 • 34 min
Kristen chats with Kim Oslob, then the Vice President of Customer Success at Whisbi, based in Spain. Kim is based in Silicon Valley, but managed a team located in Europe. This episode covers the ins and outs of managing a remote, global team.
33 - Suraj Mohandas, VP of Customer Success at Spear Education
Jul 26, 2018 • 42 min
Kristen chats with Suraj Mohandas, the Vice President of Customer Success for Spear Education, an organization that is dedicated to the pursuit of great dentistry through ongoing education for dentists and dental practices that provides continuing…
32 - Antoine Valentone, VP of Customer Success at Teamable
Jul 12, 2018 • 37 min
Antoine joins Kristen to chat about the future of Customer Success and factors shaping these developments, including shifts in the buying experience, an on-demand culture, and how Sales & CS will need to evolve to handle this, along with much more. Tune…
31 - Damien Howley, VP of Client Success at Passport
Jun 29, 2018 • 49 min
Damien and Kristen share the perspective that CSMs should be able to elevate the conversation with customers to the executive level. This episode covers why that is so important, and how to change the conversation from a product focus to a business focus,…
30 - Megan Dilley, Head of CS at Chewse
Jun 12, 2018 • 36 min
Megan Dilley, a customer success advocate who most recently served as the head of Customer Success at Chewse joins Kristen to discuss compensation for CS teams, including alternatives to variable comp, and how it all relates to human behavior.
29 - Shane Metcalf, Co-Founder & VP of Customer Success at 15Five
May 17, 2018 • 53 min
Shane Metcalf is the VP of Customer Success at 15Five, a company that has a fantastic product that helps keep employees engaged with managers, and provides a platform for performance management and communication. Kristen was a customer of theirs for…
28 - Joanel Bernardo, Director of Customer Success at Concord Worldwide
May 3, 2018 • 35 min
Joanel Bernardo, who recently transitioned to a new role at Concord Worldwide, joins Kristen to discuss how she managed customer expectations as the previous Global Manager of Customer Success, Service, and Delivery for Hortonworks. This is a foundational…
27 - Maheen Memon, Director of CS at Nulogy
Apr 20, 2018 • 28 min
Maheen Memon is the Director of Customer Success at Nulogy, a supply chain aggregation platform based in Toronto, Canada. Maheen really grew up in Customer Success at Nulogy, and has been there for the past 5 years. She joins Kristen to talk about how you…
26 - Manoj Jonna, VP of Customer Success at YayPay
Apr 6, 2018 • 38 min
Manoj has been with YayPay since they were a very early stage startup, and has served in a variety of roles – including Sales, Partnerships, and Customer Success. As they have grown, he has focused his energy on the Customer Success function, and has seen…
25 - Loni Spratt Brown, Head of CS at Entelo
Mar 22, 2018 • 47 min
Loni rejoins the podcast to cover how she’s been able to configure Salesforce to fill the needs of her Customer Success team at Entelo. She’s our first repeat guest on the podcast, so we’re thrilled to welcome her back!
24 - Pallavi Gadepalli, Director of Customer Experience at Druva
Mar 9, 2018 • 34 min
Pallavi joins Kristen to chat about her previous role at Cisco, where she was the Customer Success Lead Product Manager for Cisco’s Next Gen Firewall solution. Join us to hear more about how to approach customer success in a complex, highly technical…
23 - Angie Im, Director of Customer Success at Lumiata
Feb 22, 2018 • 25 min
Angie Im is the Director of Customer Success at Lumiata, a company that employs AI-powered analytics to help organizations precisely identify & manage risk at the individual level. Angie has a background at the intersection of healthcare, data, and…
22 - Michael Fulvio, Director of CS at SeamlessDocs
Feb 8, 2018 • 28 min
Michael Fulvio, the Director of Customer Success for SeamlessDocs, joins Kristen to elaborate on how he got into Customer Success from Inside Sales, and his tips for working constructively with the Product team! Throughout his time at SeamlessDocs, he has…
21 - Benjamin Timmons, Director of CS at Singular.net
Jan 25, 2018 • 38 min
Ben joins Kristen to discuss how his background in Customer Success, with a recent role at Optimizely, as well as in entrepreneurship, co-founding two companies helped him develop a very effective, but somewhat scrappy, approach to building a health…
20 - Jim Kalbach, Head of Customer Success at MURAL
Jan 10, 2018 • 35 min
Jim Kalbach, the Head of Customer Success at MURAL, and the author of Mapping Experiences, a book about how visual diagrams and blueprints can help companies optimize their customer experience, joins Kristen to discuss how MURAL maps their customer…
19 - Evan Addams, National Sales and Partnership Lead at NoWait(Yelp)
Nov 21, 2017 • 43 min
Evan joins Kristen to discuss how he grew from joining NoWait as an early hire, all the way through leading Sales, and eventually experiencing an acquisition by Yelp. This is great one if you want to hear how you can expand your influence at a startup and…
18 - Cam Williams, Head of CS at Healthify
Nov 21, 2017 • 24 min
Cam joins Kristen to share how incorporating discovery into Healthify’s new customer onboarding process was transformational for their clients! Tune in for a detailed breakdown of their onboarding procedure, and how they’ve customized it based on what…
17 - Michael Connery, Director of Customer Success at BetterCloud
Nov 3, 2017 • 28 min
Michael, who has a long history in both Support and Customer Success, shares how Success and Support can team up to provide an amazing experience to customers.
16 - Boaz Maor, VP of Customer Success at OpenGov
Oct 18, 2017 • 27 min
Boaz joins Kristen to discuss the ins and outs of customer marketing, and how to implement it from the Customer Success department. The first step? - Becoming besties with your CMO! Tune in for more prescient on the future of this partnership, and how to…
15 - Matt Edwards, VP of Customer Success At Alation
Sep 28, 2017 • 24 min
Matt joins Kristen to talk about everything he’s learned about building high-performing teams in Customer Success, including his criteria for determining high-performance, how to generate passion in employees, and win friends & influence people. Tune in…
14 - Thomas Enochs, VP of Customer Success at Heptio
Sep 14, 2017 • 50 min
Thomas Enochs, VP of CS at Heptio at joins Kristen to discuss how his company decided to start with a Customer Success team instead of a Sales team! Tune in for the practical and philosophical reasoning behind the decision, and the practical…
13 - David Verhaag, VP of Client Experience at Degreed
Aug 31, 2017 • 39 min
David joins us at the Workshop Cafe in San Francisco to chat about how Customer Success can benefit from working with Sales, and shares a tactical action plan to get things moving in a positive direction. Tune in for a great discussion including whether…
12 - Irene Lefton, VP of Customer Success at Medigram
Aug 18, 2017 • 47 min
Irene Lefton shares her insights from working in multi-generational workplaces, and how Gen-X’ers, Millennials, and Baby Boomers view communication and technology in their careers. Tune in to hear stories from Irene’s and Kristen’s work experiences, and…
11 - Steve Schwartz, Sr. Director of CS at FreeWire Technologies
Aug 3, 2017 • 35 min
Steve & Kristen get together at the Workshop Cafe in San Francisco to discuss their favorite Customer Success books, what they’re reading currently, and which books have helped them the most in their careers so far.
10 - Kristen Hayer with a Summer Update
Jul 10, 2017 • 1 min
We’ll be back with more podcasts very soon! Enjoy your summer, and tune back in early August for more interviews with CS leaders and professionals sharing their perspectives.
9 - Tom Lipscomb, VP of Customer Success at Datanyze
May 19, 2017 • 42 min
Tom Lipscomb discusses how he looks at leading, lagging, and process performance indicators, and goes into detail on how to implement all of them. He also goes into depth on how to get started with the right KPIs & metrics if you’re just getting started…
8 - Lauren Costella, VP of CS at Medrio
Apr 26, 2017 • 40 min
Lauren Costella goes into detail of how she went about choosing a CS platform, and what to think about when making your decision.
7 - Loni Sprat, Director of CS at Entelo
Mar 27, 2017 • 44 min
Loni, who works for a company that deals in recruitment technology, discusses how she builds CS teams, and what she looks for in a new recruit. She explores how to build a Customer Success organization, the various roles you should introduce as you scale,…
6 - Mark Pecoraro, CS Executive - Part 2
Mar 9, 2017 • 30 min
Mark Pecoraro, who has previously led Customer Success teams at companies like SOASTA, Conviva, and WhiteHat Security, and now serves as an advisor to Strikedeck, explains how he sees Customer Success working cross-functionally with other departments like…
5 - Mark Pecoraro, CS Executive
Feb 10, 2017 • 44 min
Mark Pecoraro, who has previously led Customer Success teams at companies like SOASTA, Conviva, and WhiteHat Security, and now serves as an advisor to Strikedeck, explains how he sees Customer Success working cross-functionally with other departments like…
4 - Doug Whitmire, Director of Sales & Customer Success at CoStar Group
Jan 30, 2017 • 32 min
Doug leads a joint Sales & Customer Success initiative and explains how he makes it work. He discusses how he transitioned his team from a reactive “customer care” approach to a truly proactive Customer Success experience.
3 - Carey Wong, Director of CS at LearnUp
Dec 23, 2016 • 40 min
Carey Wong, Director of Customer Success at LearnUp, shares the story of her career development, and how she went from being the first CSM at her company, to leading the entire CS operation. Anyone, even non-CSMs can learn from her journey!
2 - Jack Phillips & Victorina McAdam from PresenceLearning
Dec 6, 2016 • 23 min
Kristen Hayer, CEO & Founder of The Success League, chats with Jack Phillips, VP of Customer Success, and Victorina McAdam, Head of Implementation, at PresenceLearning about how they structure their onboarding, and optimize their implementation. They…
1 - Kim Oslob, VP of CS at Whisbi
Nov 16, 2016 • 23 min
Kristen Hayer, Founder and CEO of The Success League, hosts a discussion with Kim Oslob, VP of Customer Success at Whisbi, on how to structure the first 6 months of leading a new CS team. See Kim’s original blog post that inspired this podcast here:…